Customer Solutions Manager EDGEhomes Draper, UT Job Details Full-time 6 hours ago Qualifications Spanish Customer communication Interpersonal skills In-person customer service Employee relationship building De-escalation techniques Conflict de-escalation Driver's License Construction plans Attention to detail Construction industry experience Quality issues Problem-solving Customer engagement Warranty issues management Computer skills Construction quality control

Full Job Description Title:

Customer Solutions Manager FLSA Status:

Exempt Department:

Customer Experience Reports To:

VP of Customer Experience EDGEhomes, Utah's premier home builder, is hiring a full-time Customer Solutions Manager to join our Customer Experience Team.

PRIMARY PURPOSE AND FUNCTION

• Responsible for scheduling and conducting customer educational overviews and interfacing with customers to explain the build process and what to expect
• Responsible for receiving, researching and responding to buyer inquiries during the build process and inputting punchlist items for construction to ensure answers are correct and commitments are kept
• Responsible for performing home inspections and filling out home scorecards and punchlist reports
• Conducts Homeowner Orientations interacting face to face with customers daily and educating them on the functions and maintenance of their home as well as answering their questions regarding warranty, maintenance, and acceptable quality and cosmetic standards
• This position requires an individual who genuinely values, believes in, and consistently demonstrates the importance and impact of exceptional customer service and cares about the customer's experience

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Work directly with customers, Customer Service staff, construction personnel, and team members
• Work to cultivate relationships of trust and cooperation
• Ensure a positive buyer experience through good communication, decision making, and follow through
• Actively manage buyer, construction, and quality expectations
• Be involved with regular team meetings and training. Participate in discussions and apply the decisions and trainings
• Meet with homeowners in person
• Build good relationships with all parties involved in homebuilding while holding them accountable for their work
• As needed, quickly identify and resolve small and large concerns for any past, present, potential, or future customer regarding any EDGEhomes product, process, employee, or trade
• Listen attentively and with empathy to customers and allow them to constructively open up and share. Resolve their questions or concerns fairly and efficiently taking all parties into account
• Extract information from reluctant sharers through probing questions and a caring, interested, agreeable, non-defensive approach
• Explain the next steps to customers at the end of each interaction and orientation
• Study and know the scorecard and orientation materials, resources, and processes and perform them expertly
• Respectfully and tactfully reset expectations as needed and back up any challenge to any company or department status quo with solid information
• Work with company staff and leadership to find solutions to more difficult, complicated, or global issues or trends
• Isolate trends, report, and act upon solutions quickly, in real time whenever possible
• Strive to meet and exceed goals set by individual, team, and management
• Perform other duties as set forth by the VP of Customer Experience
• Other duties as assigned

KNOWLEDGE AND SKILL REQUIREMENTS

• 2-5 years construction and customer service experience
• Understanding and knowledge of home building construction, standards, and warranty
• Must be well versed in industry standards, warranty and guidelines and successfully communicate EDGEhomes warranty policies to our homebuyers
• Strong written, verbal, organizational and communication skills
• Proficient with technology and ability to use technology including iPads, smart phones, scheduling software, Microsoft programs etc.
• Experience working with buyers and sales agents toward excellent customer reviews
• Valid driver's license and access to personal transportation
• Team player with ability to work effectively with others
• Must have strong customer service tendencies and skills with an emphasis on excellent communication, negotiation, and problem-solving
• Ability to be professional especially under pressure
• Effective in managing multiple assignments with an emphasis on time management and self-direction based on training and established policies, procedures, and job duties
• Detail-oriented and organized
• Able to work in a fast-paced environment and manage priorities and schedules well while focusing on the customer and their needs and pace as the top priority
• Basic knowledge and understanding of residential construction plans, codes, quality controls, schedules, and safety
• Must be a good listener with the ability, tendency, and practice of portraying caring and sympathy
• Must be empathetic, patient, not defensive or argumentative
• Loyal to the company and motivated by a desire for consistent improvement
• Able to flex communication style to match style and mood of customer
• Strong problem solving skills
• Effective communicator, able to talk to and relate with all types of people at all levels of education and income including customers, management, trades, and EDGEhomes employees
• Strong bias for connection, diffusion, de-escalation, and action
• Positive, can-do attitude
• Ability to hold judgment until after receiving a full understanding of the situation
• Ability to mentally visualize a problem as it is being described
• Ability to work independently
• Able to work under heavy workloads, occasionally frustrating conditions, and within tight timelines
• Willing and able to occasionally talk to customers outside of normal business hours
• Ability to understand and speak Spanish is a plus
• Willingness and ability to occasionally and positively interact with frustrated, difficult, angry people or disagreeing parties

PHYSICAL DEMANDS

• Extended standing and walking
• Bending, crawling, squatting, and moving
• Movements frequently and regularly required using the wrists, hands, and/or fingers
• Able to hear average or normal conversations and receive ordinary information
• Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery and equipment
• Frequent talking including employee training and conducting meetings with homeowners and others
• The ability to convey detailed or important instructions or ideas accurately, loudly, or quickly
• Climbing and descending stairs and ladders
• Lift and carry loads of 50 pounds This is a full-time, salaried position, typically 40+ hours per week, Monday through Friday.

Occasional after-hours or emergency work may be required, though this is rare. Compensation will be based on experience. Employment is contingent upon successfully passing a background check and drug screen. Edge Construction, LLC is an equal opportunity employer. If qualified and interested, please apply online or submit your resume to , including the job title in the subject line.

Address:

13702 S 200 W, Suite B12, Draper, Utah 84020

Phone:

(801) 494-0150

Work Location:

In person